Violence & Aggression in the Workplace

This Violence and Aggression in the Workplace eLearning course is designed for individuals working in customer-facing roles, in industries like hospitality and retail. These environments can be fast paced and demanding, and while the majority of customer interactions are positive, there may be times when behaviour becomes aggressive or threatening.

The purpose of this course is to help you recognise risk early and respond safely and professionally. You will learn how to identify warning signs, use simple de-escalation techniques, and prioritise your own safety and the safety of others.

The course also explains what to do if an incident occurs, including when to step away, how to seek support, and why reporting matters. Reporting helps organisations manage risk and provide appropriate support.

In this online Violence and Aggression in the Workplace course, you will learn key information including:

• What Is Violence and Aggression?
• Impact on Individuals and the Workplace
• Common Triggers and Risk Factors
• Behavioural Warning Signs
• Assessing Risk in the Moment
• Communication Techniques for De-escalation
• Managing Aggressive Behaviour
• When to Walk Away and Get Help

You’ll complete knowledge checks throughout the course and finish with a final assessment.

You must pass the assessment to achieve your certificate.